Customer Service Representative

Customer Service Representative Be the friendly first voice customers hear when they call Buffington Brothers. You'll schedule service, coordinate with technicians and installers in the field, and keep the office moving so the crew can focus on the work in front of them. Full-time 110 N Riverview Dr, Poplar Bluff, MO 63901 The role Answer inbound calls from homeowners, property managers, and commercial customers with a warm, professional tone. Schedule service, installation, and maintenance appointments efficiently - balancing the daily route, technician skill sets, and customer needs. Coordinate with dispatch to assign jobs, communicate ETAs, and respond to schedule changes through the day. Follow up on completed jobs, outstanding quotes, and maintenance plan member renewals. Capture customer information accurately in the company CRM and dispatching software. Process payments, send invoices and receipts, and handle basic billing questions. Handle customer questions, scheduling changes, and escalations professionally — and loop in management when something needs more attention. Communicate clearly with technicians, install crews, and office staff throughout the day. Support the Buffington maintenance plan program - renewals, scheduling reminders, and member care. Help with general office administration: filing, mail, supplies, and shop visitor support. What we expect Required Experience And Certifications 2+ years of customer service experience (phone-based, dispatching, or front-desk preferred). Strong phone presence and clear written communication. Comfortable with computers, email, and scheduling/CRM software. Ability to multitask under pressure during peak heating and cooling season. Reliability, attention to detail, and a genuine willingness to help customers. Bonus points Nice to have HVAC, plumbing, or other home-services industry experience. Familiarity with ServiceTitan, Housecall Pro, FieldEdge, or similar dispatching software. Bookkeeping or basic accounting exposure. Spanish-language proficiency. The job, day-to-day Physical requirements Office-based role - primarily seated at a desk with computer and phone use throughout the day. Occasional light lifting (under 25 lbs) for office supplies, filing, and front-desk tasks. Reliable, punctual attendance during scheduled office hours. Schedule + pay What to know Schedule. Day shift, Monday through Friday, office-based at the Poplar Bluff shop. Occasional schedule flex during peak season. Location. Buffington Brothers office Pay. Pay is based on customer service and dispatching experience, and is reviewed with each candidate during the interview. Buffington discusses base pay, paid time off, holidays, insurance options, and retirement program details directly - no guessing from a job board. Buffington Brothers is an equal-opportunity employer. We hire on qualifications, character, and fit for the role - without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status. Why Buffington What makes this a place worth working A family-owned company with a name to protect. Buffington Brothers has answered service calls in Poplar Bluff since 1951. Three generations have run this shop, and the name on the truck is the family answering the phone. Carrier Factory Authorized Dealer. Manufacturer-backed training, factory updates, and access to current Carrier residential and light commercial equipment. Residential and commercial work, year-round. Service calls, equipment changeouts, ductwork, indoor air quality, maintenance plans, and commercial mechanical projects keep the schedule full in every season. Local coworkers, local customers. Crews, dispatchers, and office staff live in the same Southeast Missouri and Northeast Arkansas communities they serve. Real proof Family-owned since 1951. Carrier Factory Authorized Dealer. Licensed, bonded, insured. Three generations of Buffingtons running the same Poplar Bluff shop. #J-18808-Ljbffr Buffington Brothers Heating & Air Conditioning